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EFFECTS OF CUSTOMER EXPERIENCE AND TRUST ON CUSTOMER LOYALTY IN THE FAST-FOOD INDUSTRY OF PUNJAB, PAKISTAN |
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| รหัสดีโอไอ | |
| Creator | Muhammad Azeem, Muhammad Sajjad, Muhammad Imran Khan, Madiha Ali, Aamir Hayat, Munir Ahmed, Rafaqet Ali |
| Title | EFFECTS OF CUSTOMER EXPERIENCE AND TRUST ON CUSTOMER LOYALTY IN THE FAST-FOOD INDUSTRY OF PUNJAB, PAKISTAN |
| Contributor | - |
| Publisher | TuEngr Group |
| Publication Year | 2563 |
| Journal Title | International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies |
| Journal Vol. | 11 |
| Journal No. | 11 |
| Page no. | 11A11D: 1-12 |
| Keyword | Product Experience, Outcome Focus, Moments-of-Truth, Peace-of-Mind, Trust, Customer Loyalty, Structural Equation Modelling. |
| URL Website | http://TuEngr.com/Vol11_11.html |
| Website title | ITJEMAST V11(11) 2020 @ TuEngr.com |
| ISSN | 2228-9860 |
| Abstract | The purpose of this research was twofold. First, the study empirically investigated the effects of customer experience quality on customer loyalty. Second, the mediating effects of trust were investigated in the relationship between customer experience quality and customer loyalty. Clients' perceptions were gathered through a convenience sampling technique from 428 fast-food consumers. PLS-SEM was employed to analyze the internal consistency, reliability and validity, and significance of hypothesized data by using SmartPLS 3.28. Outcomes revealed that trust mediates the relationship between customer experience quality and customer loyalty. More specifically, trust is a dominant factor in the fast-food industry to develop sensory aspects for durable relationships and reinforce customer loyalty. |
